b'ONE-TO-ONEdirectlywithconsumers,design-ers, specifiers, architects and con-tractors,whatmeasuresdidyou take to continue in these relation-ships? How has this impacted your businessandwhatdoyouthink yourbusinessmodelwilllook like in the future as the situation comes somewhat under control?Our first goal was to create a safe environmentforouremployees. WetookthesamestepsImsure everyone else did, including hang-ing signs to encourage hand wash-ing, social distancing, and stayingFostering camaraderie among employees homewhennotfeelingwell. Wewith a pre-COVID wine and cheese night setupmostofouremployeestoat United Tile.work remotely. We limited interac- wearerespectfulofourcustom-tions and overcrowding by havingerslimitedtimeandinteraction our showrooms open by appoint- preferences. Many of our custom-mentonly.Wesetupcurbsideersareworkingremotelyanddo pickupasanoptionfororders.nothaveaccesstotheresources Most of our customer service rep- they may have previously used, so resentatives are remote, but thosewe are helping to bridge that gap. whoareintheofficehavepro- Wekeepourproductsandprice tectivepartitions,andwerequirelists updated for them. We provide masks to be worn in our facilities. extra samples or product informa-Asfarasoursalesfocus,wetion as needed by customers. We arelisteningandlearningfromwant to ensure that we are easy to ourcustomerstobettermeetdo business withespecially dur-theirneeds.Weoftenusetheing these difficult times.termfluidaroundhere,asweWe believe that technology will realizethesituationischangingplayamuchlargerroleinthe andweneedtoadaptaccord- futureofourindustry.Wehave ingly.Wehaveusedtechnologybeen relying heavily on video con-to create a library of presentationsferencingtokeepintouchwith forwheneverourcustomersareremote employees as well as cus-ready.Wecontinuetoproducetomers.Itiscriticalthatinforma-relevantsocialmediacontenttotion is easily accessible, so updat-keeptheminformedofproductsingourwebsitehasbecomea andtrends.Wearemakingsurehigh priority. But knowing that our 46TileLetter | October 2020'